Havering Council Case Study

This case involves a company that sells quality kitchen supplies online and by phone. However, when the call center volume increased rapidly in the past year, the company hired 100 new employees, primarily call center customers service representatives and front-line managers to meet the demand. Because of the rapid growth, formal training was never conducted. Now the companies customer service ratings have gone down tremendously. Over the years, I 've heard many reasons why an organization doesn 't have formal customer service training. Some of the reasons that I’ve heard are: We don 't need it. We only hire staff who are attentive, courteous and solution-focused. We don 't have a budget for it. We don 't have the time for it. I get that some of this reason might apply to your organization, but it’s not worth taking the chance of devaluing your organization. When you consider the cost of bad customer service/missed opportunities, dissatisfied clients (negative feedback), and lost revenue. You will begin to understand how significant outstanding customer service is to profitability. Therefore, the three techniques that I believe are most appropriate to conduct a needs assessment for this particular case are observation, documentation, and interviews.

The Purpose: Today’s society focuses on customers’ satisfaction, most business ask the consumer to take surveys to learn more about their experience. It is highly important to make sure our customers leave happy and satisfied with our service, and if they feel any different we need to get

| Satisfaction is a primary factor in this sector, but not as concerned with excellence in customer service as the commercial sector. Rather than selling products to make profit they offer services to the community. The quality of and access to an organisation is usually guided by working to customer service charters. Making sure the services offered are satisfactory and beneficial to the community at the right price must be balanced.

Customer satisfaction can be gauged by a number of indicators including fewer customer complaints, less product returns, a greater number of customer referrals, and a greater number of referrals per customer. An increase in customer requests for new products or services would demonstrate greater customer interest. Customer satisfaction and brand name awareness can also be gauged through either in-store or internet based surveys.

The primary purpose of the survey was to ascertain how customers perceived National’s quality of service

Surveys, feedback forms and other data collection techniques are all ways in which a company is able to determine the customer experience and analyse any customer service performance dat. Once any data has been collected it must be analysed in a way that can provide feedback to the company in such a way that action can be taken as a result. For many companies this will be a continuous cycle of improvement

Westminster Company, US based profound consumer health care manufacturer, has maintained a proud traditional name since 1923. It consists of offices throughout Europe, Latin America and Pacific Rim. The company maintains three individual fully owned companies comprising of nine manufacturing plants and eight distribution centres, implementing decentralized management levels to improve self-responsibility and competitiveness.

The current research will be a cross-sectional study using data collected at a single point. This design will measure the attitudes and experiences of consumers. In practice, the study will include elements of descriptive and analytical. Using this method, a random sample of consumers will estimate the prevalence of satisfied consumers receiving services from January 1, 2015, to January 1, 2016 at PMBH-SCU. Additionally, cross-sectional approach will allow the study to investigate the association between consumer satisfaction and the effectiveness service coordinators. This research will be implemented on February 20, 2016. Thus, participating consumers’ length of services must fill between a year, and (or) approaching termination. This study will conduct one measurement and will provide a “snapshot” of client satisfaction and the characteristics associated with

Mayor conducts a ten-minute discussion, with all citizens, on continuing their once a week ‘unplugged’ times together. Mayor asks for a motion, a second

Customer feedback – obtaining customer feedback is essential to the company. Without keeping up to date with our customers, we cant be sure that we are meeting their expectations. We will send out surveys via emails and post. Also we will send out regular brochures updating our customers of any changes that may benefit/effect them. We will also call our major customer's regularly to see if there is anywhere we need to improve.

After investigating all available data it became apparent that although the organisation has a customer service system, it seems to get ignored. Staff is unaware of it and senior management don’t seem to be monitoring it closely. No performance management has been completed this quarter nor does it appear that it has ever been completed which clearly shows that sales and customer service team leaders are not conducting required performance management. Performance data is being collected but no action is being taken to address

Provide a means for customers to provide feedback after calls to acquire their satisfaction score on the overall service experience and allow them to point to areas that need improvement

UK and analyse how the quality of life for the service users have improved over time.

Traditionally, Service quality can be portrayed as the result from client comparison between their assumptions about the service they will use and their insight about the service company. That implies that if the insight recognitions would be higher than the desired the service will be considered as fabulous, if the desires rise to the insight observations the service is viewed as great and if the desires are not met the service will be viewed as awful. For a service to be considered as good the organisation is required for making customers satisfied and service quality should be associated with customer perceptions and expectations. (Carlsson, 2010)

Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these